Dashboard Overview
The dashboard brings together your ticket workload and workspace metrics. Its widgets can vary with your role, permissions, workspace settings, and your own dashboard layout.
Start with the work that needs attention
The default dashboard includes Open tickets, Unassigned, and Awaiting Agent Reply views. Open a ticket row to read the conversation, assign it, respond, or take another permitted action.
- Open tickets shows active work. Switch between All and Mine to change whose work you see. If available to your account, the AI tab shows AI Organizer's prioritized view.
- Unassigned helps you spot work without an owner. Use the available scope controls to focus the list.
- Awaiting Agent Reply calls out conversations where the customer spoke last and your team may need to answer.
Lists can be paginated. A dashboard section is a quick way into the work, not a complete replacement for the filters and search on the Tickets page.
Read the summary cards
Cards such as Team Open, Unassigned, and Resolved Today provide quick counts. Other widgets may appear when your workspace has relevant features enabled, such as SLA tracking or deadlines. Select a card or its link, when provided, to see the underlying tickets.
Counts can differ between widgets if they use different scopes, statuses, or time windows. Check each widget's label and filter before comparing numbers.
Use the AI view thoughtfully
If the AI tab is available, it ranks eligible open tickets and explains why an item needs attention. This is a recommendation, not a new ticket status. You can still use All and Mine for the regular lists, and should open the ticket before making a decision. See Fyne AI for tickets for details.
Customize your dashboard
Select Customize in the dashboard header, or go to My Settings → Dashboard Settings. You can adjust your own layout and available widgets there. The result follows your account; it does not force everyone in the workspace to use the same arrangement. Some widgets require a feature or permission that your account may not have.
On a narrow screen, widgets stack to fit the available space even if their desktop positions are side by side.
Create work and explore features
Use the New action in the dashboard header to create work you have permission to create. Workspace owners may also see Explore features, which opens the optional-feature guide on demand. Feature availability and controls are managed separately from your dashboard layout.
Frequently asked questions
Why does my dashboard look different from a teammate's?
Each person can have a different layout, and some widgets only appear when the account has the needed permission or the workspace has that feature enabled. Compare settings and filters before assuming data is missing.
How do I see the latest ticket activity?
Revisit or refresh the dashboard to request current data. An already-open dashboard can also refresh when the tab becomes active again. If a number still looks stale, open the linked ticket list and check its filters.
Does the AI tab resolve a ticket for me?
No. It changes how the open-ticket list is prioritized. The ticket remains open until someone or an authorized workflow actually resolves it.